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Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

The Housing and Homelessness Service is a very busy environment and faces several challenges to meet the housing needs of citizens of Coventry. The team have grown significantly during the last 12 months and this reflects the fact that Housing & Homelessness are now a key council priority.

The team are responsible for the delivery of the following service functions:

• Provision of the statutory homeless service

• Provision of temporary accommodation

• Management of the housing register

• Co-ordination of support to citizens rough sleeping

• Commissioning of homeless services, and

• Responsibility for housing strategy

The Council has a strategic vision that is clearly set out in both the Housing & Homelessness and the Rough Sleeping Strategies which were both approved in 2019.

By becoming part of an expanding team who are focused on preventing households from becoming homeless as well as providing tailored support and interventions when someone does become homeless this is a fantastic opportunity to make a real difference to some of the most vulnerable people in our city.

What is the job role?

To coordinate the housing review and complaints process. Ensuring fair, timely, and compliant handling of cases in line with statutory legislation and Council policies and procedures. The role involves managing caseloads, resolving enquiries from diverse stakeholders, and delivering excellent customer service.

The postholder will act as a key point of contact for complaints and reviews. Using effective communication, negotiation, and problem-solving skills to achieve resolutions, maintain accurate records and produce high-quality documentation. Ensuring adherence to data protection, equality, and diversity principles, and support continuous improvement in service deliver

Who are we looking for?

We are looking for a customer-focused and organised individual to coordinate housing reviews and complaints, ensuring cases are managed fairly, efficiently, and in line with legislation and Council procedures.

The successful candidate will have strong communication, problem-solving, and organisational skills, with the ability to manage a varied caseload, investigate issues, and produce clear, accurate, professional written responses. They will be confident working with a range of stakeholders, providing excellent customer service, and resolving matters professionally and sensitively.

A good understanding of housing services, attention to detail, and a commitment to equality, data protection, and continuous service improvement are essential. Above all, we are seeking someone who is proactive, resilient, and committed to delivering high-quality outcomes for customers.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'.

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

Interview date(s): 24 and 26 August 2026

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies